Supervisor features
Figure 4: Current status of ACD queue
Calls waiting
Number of manned positions
Calls time overflowed into this queue
Length of time first call has waited
The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue. Table 2 lists the four states for this LCD indicator.
Table 2: States of LCD indicator (Part 1 of 2)
Indicator
Queue status
Description
Off | Light | There are few or no |
|
| calls waiting. |
|
|
|
On | Normal | An acceptable |
|
| number of calls are |
|
| waiting. |
|
|
|
Slow flashing | Busy | Calls are backing up |
|
| in the queue. Calls |
|
| overflowing to this |
|
| queue will not be |
|
| accepted. |
|
|
|
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